Best Practices Ideas for Workflow and Information Management. Angela Ford Continuous Improvement Director, IIAT

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1 Best Practices Ideas for Workflow and Information Management Angela Ford Continuous Improvement Director, IIAT

2 Introducing IIAT s Operational Improvement Review Service Agencies that are reviewed and then implement best-practice recommendations are 40% less likely to have an E&O Claim Improve agency operations Identify areas that could lead to E&O claims Achieve efficiency across the agency Westport clients can get a 10% discount on their E&O premium (good for 5 years)

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4 BEST PRACTICES IDEAS FOR WORKFLOW & INFORMATION TECHNOLOGY

5 OUR METHODOLOGY Areas of Evaluation Role Responsibilities Process & Procedures Mentor Model Data Integrity New Employee On-Boarding Quality Control Reporting

6 OUR METHODOLOGY Stages of Organizational Maturity Optimized Informal Informal Ad-hoc Chaotic Inconsistent Documented Emerging Managed Standardized Isolated Repeatable Integrated Defined Structured Measured Integrated Competent Strategic Aligned Disciplined Predictable Quantitatively managed Continuous Improvement Adaptive Opportunistic Synthesized Proactive Agile

7 best practices Perfection is not attainable, but if we chase perfection we can catch excellence. Vince Lombardi Industry MarshBerry Reagan Consulting: Best Practices Study 2013 & 2015 National Alliance Growth & Performance Standard 2014 IIAT UD Engagement Study 2015 Comp Data Surveys 7 Business Southwest Airlines Nordstrom s Sandler Selling System Balanced Scorecard Institute Strategic Management Maturity Model Catalytic Coaching Kotter: Leading Change Info-Tech Research Group The 5 th Discipline Fieldbook

8 Best Practices Top performing service excellence firms Customer Focus - The external customer is both the starting point and ending point. Maximize value to the customer. Committed to providing our customers with the best possible service and to improving it every day Nordstrom s brand Purpose - The purpose of an organization encompasses your vision (where you want to go), your mission (what you do), and your strategies (how you do it). Organizational Alignment - All the people involved need to have a common understanding of the organization's purpose. Empowered, Knowledgeable Employees - Give frontline employees the first opportunity to solve problems. Provide a flexible and creative work environment. "The only constant is change." Flexibility is the ability to react to changes in customer demand. Partnership - Use teams, not individuals, internally between functions and externally with suppliers/carriers. Inform suppliers/customers about the caliber of your organization. Process - Organize and think by end-to-end process. Think horizontal, not vertical. Improvement - Continuous improvement is everyone's concern. Improvement should go beyond incremental waste reduction to include innovation breakthrough. Visualization Visuals translate performance of every process into expected versus actual, throughout the management systems. Technology Information technology and business are inextricably interwoven- I don t think anybody can talk meaningfully without taking about the other. Bill Gates Innovation We are all looking for the magic formula. Well here you go creativity plus iterative development equals innovation. James Dyson Financial 8 Health Fundamental financial health and practices allow an organization to invest in its future.

9 DEFINITION

10 results snapshot Optimized Strategic Integrated Mentor Model Informal Role Responsibilitie s Documented Process & Procedures Quality Control Data Integrity Reporting New Employee On-Boarding

11 Role Responsibilities BEST PRACTICES IT Investment Retail Orientation Conservative 4.9% of Revenue Mainstream Tending Towards Leading Edge 7.0% of Revenue - Info-Tech Research Group Maturity Logic Current IT Architectural Schematic IT Software/Hardware Upgrade Schedule Agency Management System(s) Workflow Utilization Paperless Process/Rules Cyber-liability Protection Measures Documentation Destruction Policy & Schedules IT Investment as a Ratio of Annual Revenues 6.1% Considerations Well Documented Strategic Proactive Synthesize Agile Best-In-Class Retail: 7% Tip: Ensure I.T. agility and strategy that enables constant innovation

12 OUR METHODOLOGY Stages of organizational maturity optimized INFORMAL Informal Ad-hoc Chaotic Inconsistent documented Emerging Managed Standardized Isolated Repeatable Integrated Defined Structured Measured Integrated Competent Strategic Aligned Disciplined Predictable Quantitatively managed Continuous Improvement Adaptive Opportunistic Synthesized Proactive Agile

13 results Marketing BEST PRACTICES A unified sales process and management disciplines is needed to meet growth objectives. - Julie Schatte, TNG, (Succeed, the Sandler Way) 11 % average spend for services companies American Marketing Association & Duke University 2014 Study Best Practice Agencies Top Growth: 3.5% Considerations External Marketing Model & Investment in Marketing Standard Sales Presentation / Sales Process / Training Website/Collateral Materials Marketing Expense as a % of Net Revenues: 4.4% Maturity Logic Strong Investment in Marketing & Sales Process Methodology Top Performing Services Companies: spend 11% of net revenues Tip: agencies that spend more than 10% of revenue on Marketing, more likely to experience significant growth

14 results Training BEST PRACTICES Make learning part of the way employees work together rather than something HR is making them do. - Karen May, Google s head of People Operations, State of the Industry Average annual spend per employee for training & development: $1208 Maturity Logic Formal Training/Development Plans Budgeted Professional Development $$ investment Recommendations Enhance coaching and performance support. Integrate career and succession planning into process. Catalytic Coaching Performance Planning Career Discovery Interview Top Growth Best Practices Agencies:.5% of net revenues Association for Talent Development s 2014 State of the Industry, businesses spent an average $1,208 per employee for training and development Tip: place a helpful tip here that might provide continuous improvement

15 results Process integrity BEST PRACTICES Employees are empowered and trained, and a formal process exists for improving process management. - Strategy Mgmt Group Considerations Procedures Manual Standard Internal-Audit Process Workflow Documentation Will follow-up with E&O WestPort Audit, June 2016 Maturity Logic Key processes are tracked and audited regularly. Workflow is automated. LEAN Methodology Vertifore NetVU Tip: continuous improvement is about removing the things that get in the way

16 READY TO FLY?

17 Next steps 1.Identify Priorities 2. Consider Involvement 3. Set Goals 4. Create project plan 1 7

18 It s not just WHAT you do, it s HOW you do it Service excellence Continuous Improvement Integrity We provide world class service every day, every moment. We will inspire creativity, passion, optimism and fun! We build to last with honesty and accuracy with an eye on the future. 18

19 Helpful links